Setting Up Escalation Rules

Adding an Escalation Rule

1. Go to Escalation in the dashboard sidebar
2. Click Add Rule
3. Configure the rule:

Name

A descriptive name for the rule (e.g., "Emergency calls", "Frustrated caller", "Explicit transfer request")

Condition

Select the trigger type:

• Caller request — caller asks for a human
• Sentiment threshold — sentiment score drops below a value (e.g., below 3)
• Keywords — specific words or phrases (e.g., "lawyer", "complaint", "manager")
• Duration — call exceeds a time limit (e.g., 5 minutes without resolution)
• Repeated failure — agent fails to help after N attempts
• Topic match — detected intent matches (e.g., "legal" intent)

Action

What happens when the condition is met:

• Transfer — warm transfer to a team member or call group
• Callback — collect callback details and notify the team
• Voicemail — route to voicemail
• Ticket — create a support ticket with full context

Destination

For transfer actions, select who receives the call:

• A specific team member
• A call group
• A department

Agent Say

What the agent tells the caller during the handoff. Write this in a natural tone:

• "Let me connect you with someone who can help with that directly."
• "I want to make sure you get expert help on this. One moment."

Priority and Order

Rules are evaluated in order. If multiple rules could trigger, the first match wins. Drag rules to reorder them. Put your most important rules (emergencies, explicit requests) at the top.

Enabling and Disabling

Toggle the Active switch to enable or disable a rule without deleting it. Disabled rules are ignored during calls.

Location-Specific Rules

When creating or editing a rule, a Location dropdown lets you assign it to a specific location or keep it global. You can change a rule's location at any time by editing it. Location rules are evaluated in addition to (not instead of) org-level rules.

The sidebar location selector filters what you see — select a location to see only that location's rules plus global rules.

Testing

After creating rules, make test calls to verify they trigger correctly. Check the call summary — escalation events are logged with the rule that triggered, the condition that matched, and the action taken.

You Can Also Ask Allison

You can ask Allison to add escalation rules, update their settings, enable or disable them, or delete them. For example: "Add an escalation rule that transfers when the caller sounds frustrated" or "Disable the keyword escalation rule." For complex multi-condition rules or fine-tuning condition thresholds, use the dashboard.